Customer Support Associate I

StickerGiant is an essential business that provides high-quality stickers and labels, fast turnaround, and excellent customer service. Our mission is to create a good company to work for which leads to happy, healthy Giants. We are guided by our values; All In, Grow & Learn, Positive Energy. We value and embrace the diversity of identities, experiences, thoughts, needs, and approaches. We communicate frequently and transparently which allows our employees to see, experience, and take ownership of our shared success together.

The Customer Support Associate (CSA) I is a supportive resource that elevates the experiences of all StickerGiant customers providing moments of delight throughout their journey. You’re a resourceful individual, driven to solve problems, no matter the size, while building customer relationships, trust and brand loyalty. You’re an expert at understanding the immediate needs of our customers and predicting future ones, while developing a sustainable environment that allows you to successfully navigate multiple tasks and deadlines. You’re passionate about creating positive interactions and experiences with customers, your teammates and other departments.

ESSENTIAL DUTIES & RESPONSIBILITIES 

• You make it your mission to foster exceptional customer experience while serving as first point of contact for all support communications – primarily via email, chat and phone – to answer questions, provide assistance, troubleshoot issues, and route feedback appropriately

• You take ownership to resolve challenging customer issues and escalate when necessary

• You are empathetic and understanding of our customers’ unique experiences. You must be passionate about delighting our customers every single day!

• You have a proven ability to successfully multitask; this role will involve navigating and diagnosing product issues while maintaining focus on the customer and their immediate needs

• You quickly pick up a variety of software applications with ease. Experience with Zendesk would be a bonus!

KNOWLEDGE, SKILLS, AND ABILITY

• Passion for incredible customer service, exceptional communication (verbal and written) including top notch grammar and spelling, and excellent people skills

• Are a master on breaking down complex concepts into day to day terminology to help customers of all proficiencies

• Attention to detail that helps you meticulously troubleshoot and evaluate issues quickly, efficiently and accurately

• Resourceful and not afraid to tackle difficult cases on your own; driven to work hard with minimum supervision

• An expert with your keyboard providing fast and accurate typing and have unparalleled phone skills

• Master multi-tasker nailing the art of juggling multiple chats at once, while handling emails, and supporting your peers

• Empathic and composed. You really enjoy learning from and talking to our customers. You have amazing composure are very patient

• A team player, adaptable and has an amazing work ethic. You can identify where help is needed and are motivated to pitch in, coach, and train your peers

• Great Teammate - You contribute ideas to elevate your greater team and help them succeed

• Being a Giant - You consistently demonstrate StickerGiant’ core values: All In, Grow & Learn, and Positive Energy

• Excitement for Growth - Interest and ability to grow professionally with support from StickerGiant

EDUCATION AND FORMAL TRAINING

• 1-3 years of experience in a customer facing role

• Proficient with Google Suite, ZenDesk (preferred), Slack and Macs

• Bonus: You are able to connect with a broad customer base and can communicate effectively in both English and Spanish 

PHYSICAL REQUIREMENTS

• Occasional standing, lifting, carrying, climbing, stooping, bending and overhead reaching of weight 10-30 lbs.

• Frequent walking, grasping and gripping

• Ability to sit/stand at a desk for extended periods of time

• Use of computer, keyboard, mouse throughout each scheduled shift

POSITION SCHEDULE DETAILS

• Full-time, non-exempt position

• Monday - Friday (8 hours/day)

• Customer Support is available to customers from 6:00 am - 6:00 pm MST. Schedules will reflect the current need of the team within these operating hours.

• Overtime is NOT required but is available upon request

BENEFITS & PERKS

• Core Benefits:

  • Health, dental, vision offered at reduced rates. Options for PPO or High Deductible for health coverage. 

  • High-deductible health plan enrollees will receive an annual company contribution towards your HSA: $600 per employee, and an additional $400 for enrolled dependent(s)

  • Life insurance and short-term disability insurance covered at 100%

  • Voluntary benefits include accident & critical illness, long-term disability, identity theft insurance 

• Paid Time Off: 2 weeks vacation holidays floating holidays 6 sick days

• Paid Leave: Paid maternity leave for employees who qualify for FMLA, as well as parental leave

• 401(k): StickerGiant contributes 5% as follows: a guaranteed 3% contribution additional match up to 2% of your contribution

• Bonus Program: Bonuses are provided based on achievement of annual financial goals for the company

• Professional Development: We provide opportunities for attending conferences, obtaining and/or renewing certifications, and participating in workshops and will tailor-make your career development plan with you

STICKERGIANT WORKING CONDITIONS - COVID19

• StickerGiant is considered an essential business and we are committed to providing a happy, healthy, and safe working environment for our Giants (i.e. employees)

• We have addressed risks proactively which includes: prioritizing critical operations, communicating with employees and customers regarding all business changes, adhering to proper/recurring cleaning procedures, enforcing social distancing and the proper use of protective clothing and equipment (provided to all employees by StickerGiant), implementing teleworking where possible, and keep informed status locally

We care a great deal about creating an environment where all Giants can bring their whole selves to work and to provide all candidates with an equitable, inclusive and accessible recruitment process in alignment with our values. At StickerGiant, we provide Equal Employment Opportunity (EEO) to all persons regardless of age, race, national origin, citizenship status, political opinion, social group, ethnic origin, marital status, union affiliation, union sympathy, physical or mental disability, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. This policy applies to all conditions of employment including recruitment, hiring, promotion, termination, leaves of absence, compensation, and training. If you prefer accommodation during the recruiting process, or you have feedback about your candidate experience at StickerGiant, please contact the Director of People Culture.